Management system guidance

8.2 Requirements for Products and Services

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8.2.1 Customer Communication

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This requirement is directly comparable to the requirements of ISO 9001:2008 Clause 7.2.3 Customer Communication. It has been expanded to include new requirements to obtain ‘customer views and perceptions’ instead of ‘customer feedback’. Some or all of the following specific customer communication should be observed and evidenced:

  1. Marketing information;
  2. Quotations and order forms;
  3. Confirmation of authorized orders and amended orders;
  4. Delivery notes and certificates of conformity;
  5. Invoices and credit notes;
  6. E-mail and general correspondence;
  7. Site visit reports or notes to/from customer;
  8. Customer feedback and complaints management process.

If you need a procedure help manage and control your business's customer communication process, click here. You should ensure that your organization has established effective arrangements for providing the customer with product information, a means of handling inquiries and orders and a method for handling customer comments that includes both compliments and complaints. Establish processes for communicating with your customers:

  1. Develop a process to control communications with customers;
  2. Implement your customer communications process;
  3. Communicate with your customers;
  4. Maintain records.

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More information on PDCA

Planning

ISO 9001:2015
ISO 14001:2015
ISO 45001:2018

4.1 Organizational Context

4.1 Organizational Context

4.1 Organizational Context

4.2 Relevant Interested Parties

4.2 Relevant Interested Parties

4.2 Relevant Interested Parties

4.3 Management System Scope

4.3 Management System Scope

4.3 Management System Scope

4.4 QMS Processes

4.4 EMS Processes

4.4 OH&S Management System

 
ISO 9001:2015
ISO 14001:2015
ISO 45001:2018

5.1 Leadership & Commitment

5.1 Leadership & Commitment

5.1 Leadership & Commitment

5.2 Quality Policy

5.2 Environmental Policy

5.2 OH&S Policy

5.3 Roles, Responsibilities & Authorities

5.3 Roles, Responsibilities & Authorities

5.3 Roles, Responsibilities & Authorities

 

 

5.4 Consultation & Participation

 
ISO 9001:2015
ISO 14001:2015
ISO 45001:2018

6.1.1 Address Risks & Opportunities

6.1.1 Address Risks & Opportunities

6.1.1 Address Risks & Opportunities

6.2.1 Quality Objectives

6.1.2 Environmental Aspects

6.1.2 Hazard Identifcation

6.2.2 Planning to Achieve Objectives

6.1.3 Compliance Obligations

6.1.3 Legal & Other Requirements

6.3 Planning for Change

6.1.4 Planning Action

6.1.4 Planning Action

 

6.2.1 Environmental Objectives

6.2.1 OH&S Objectives

 

6.2.2 Planning to Achieve Objectives

6.2.2 Planning to Achieve Objectives

 

Doing

ISO 9001:2015
ISO 14001:2015
ISO 45001:2018

7.1.1 Resources - General

7.1 Resources

7.1 Resources

7.1.2 People

7.2 Competence

7.2 Competence

7.1.3 Infrastructure

7.3 Awareness

7.3 Awareness

7.1.4 Operational Environment

7.4.1 Communcation - General

7.4.1 Communcation - General

7.1.5 Monitoring & Measuring

7.4.2 Internal Communcation

7.4.2 Internal Communcation

7.1.6 Organizational Knowledge

7.4.3 External Communcation

7.4.3 External Communcation

7.2 Competence

7.5 Documented Information

7.5 Documented Information

7.3 Awareness

 

 

7.4 Communcation

 

 

7.5 Documented Information

 

 

 
ISO 9001:2015
ISO 14001:2015
ISO 45001:2018

8.1 Operational Planning & Control

8.1 Operational Planning & Control

8.1.1 General

8.2.1 Customer Communication

8.2 Emergency Preparedness

8.1.2 Eliminating Hazards

8.2.2 Determining Requirements

 

8.1.3 Management of Change

8.2.3 Reviewing Requirements

 

8.1.4 Outsourcing

8.2.4 Changes in Requirements

 

8.2 Emergency Preparedness

8.3.1 Design Development - General

 

 

8.3.2 Design Development - Planning

 

 

8.3.3 Design Development - Inputs

 

 

8.3.4 Design Development - Controls

 

 

8.3.5 Design Development - Outputs

 

 

8.3.6 Design Development - Changes

 

 

8.4.1 External Processes - General

 

 

8.4.2 Purchasing Controls

 

 

8.4.3 Purchasing Information

 

 

8.5.1 Production & Service Provision

 

 

8.5.2 Identification & Traceability

 

 

8.5.3 3rd Party Property

 

 

8.5.4 Preservation

 

 

8.5.5 Post-delivery Activities

 

 

8.5.6 Control of Changes

 

 

8.6 Release of Products & Services

 

 

8.7 Nonconforming Outputs

 

 

 

Checking

ISO 9001:2015
ISO 14001:2015
ISO 45001:2018

9.1.1 Performance Evaluation

9.1.1 Performance Evaluation

9.1.1 Performance Evaluation

9.1.2 Customer Satisfaction

9.1.2 Evaluation of Compliance

9.1.2 Evaluation of Compliance

9.1.3 Analysis & Evaluation

9.2 Internal Audit

9.2 Internal Audit

9.2 Internal Audit

9.3 Management Review

9.3 Management Review

9.3 Management Review

 

 

 

Acting

ISO 9001:2015
ISO 14001:2015
ISO 45001:2018

10.1 Improvement - General

10.1 Improvement - General

10.1 Improvement - General

10.2 Nonconformity & Corrective Action

10.2 Nonconformity & Corrective Action

10.2 Incident, Nonconformity & Corrective Action

10.3 Continual Improvement

10.3 Continual Improvement

10.3 Continual Improvement

 

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